QSSK-Operations And Customer Success Coordinator- Virtual

Job Purpose

• This role is the operational backbone of the organization: keeping subscribers well served, internal operations organized, and the leadership team free to focus on growth. It suits someone who enjoys technology, thrives on variety, and is comfortable being the first point of contact across platform administration, customer support, partner coordination, and executive assistance.

Key Responsibilities

Platform & Quality Administration

• Monitor new subscriber registrations and review profiles for completeness, accuracy, and quality.
• Administer user accounts and support verification workflow processing.
• Run routine QA checks across the platform and monitor content quality and consistency.
• Test new features pre-release; log, track, and escalate bugs to the development team until resolved.
• Maintain administrative dashboards and operational records.

Subscriber Support

• Respond to subscriber enquiries (email, chat, phone) within agreed service-level times.
• Support registration, onboarding, and profile-completion queries; handle subscription and verification-related questions.
• Track unresolved issues to resolution and escalate complex technical matters appropriately.
• Maintain accurate customer interaction records; identify recurring issues and recommend fixes.

Partner & Supplier Coordination

• Onboard new marketing partners and suppliers, including documentation and scheduling.
• Maintain the partner/supplier database, procurement records, and contract renewal tracker.
• Follow up on supplier deliverables and coordinate related meetings.
• Support campaign administration and assist with webinars and promotional events.

Executive Support

• Manage executive calendars, scheduling, and travel coordination.
• Prepare agendas, take minutes, and track action items to completion.
• Prepare reports and presentations; maintain executive filing and company documentation.
• Support board and management meeting logistics.

Operations & Reporting

• Maintain operational trackers, SOPs, and digital filing systems.
• Prepare weekly and monthly operational reports and subscriber statistics using Excel.
• Analyze customer support trends and marketing/onboarding performance to inform decisions.
• Support compliance activities and document approval workflows.
• Identify opportunities for process improvement and automation (including AI tools).

Qualification and Experience

Education

• Diploma or bachelor’s degree in business administration, Commerce, Marketing, Information Systems, Communications, or a related field.

Experience

• 2–5 years’ experience in administration, customer success, operations, executive support, or office management.
• Experience at a technology company or startup is an advantage.

Technical Skills

• Proficiency in Microsoft Office: Word, Excel (intermediate–advanced), PowerPoint, Outlook.
• Experience with collaboration tools: Teams, Google Meet, Zoom, Google Workspace.
• Familiarity with CRM/customer support platforms (advantageous).
• Experience with cloud document management and AI productivity tools (ChatGPT, Copilot, or equivalent).
• Basic website administration skills are advantageous.

Core Competencies

• Strong attention to detail — catches errors, maintains accuracy, delivers consistent quality.
• Excellent organisation skills — manages competing priorities calmly and methodically.
• Professional written and verbal communication skills.
• Technology mindset — an early adopter who enjoys new tools and smarter workflows.
• Ability to work independently, own problems, and propose solutions.
• Genuine customer focus — invested in subscriber experience.
• Analytical thinking — comfortable with data, trends, and recommendations.
• Adaptability — comfortable with responsibilities evolving as the business grows.
• Discretion — handles sensitive company and subscriber information with sound judgement.

Working Arrangement

• 80% remote; own reliable laptop, smartphone, and stable high-speed internet required.
• Suitable home working environment.
• Able to work independently with minimal supervision within agreed business hours.
• Available for in-person meetings in Nairobi approximately once a month, more often if needed.